LIS 601 Reference and Information Services Spring 2013 Dr. Diane Nahl LIS Program University of Hawaii

1. LIS 601
The Reference Interview
Reference Observation Project
Spring 2013
Dr. Diane Nahl
LIS Program, University of Hawaii

2. Reference Service History
Green, Samuel Swet. Personal Relations
Between Librarians and Readers. Library
Journal 1 (October 1876): 74-81.
 First mention of reference-like services.
Child, William B. Reference Work at the
Columbia College Library. Library Journal 16
(1891): 298.
 First mention of the term “reference” in
connection with service.
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3. Reference Interview
 Communication tool
 Information problem solving
 Critical thinking about information
 Questioning techniques
 Listening techniques
 Disciplined and systematic thinking through
information structure
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4. Reference Interview Formats
 Synchronous Modes
 Face-to-face (FTF)
 Phone (Land Line or Mobile)
 Web (IM, chat, video conference, SMS texting)
 Virtual World (IM, chat, voice chat with avatars)
 Asynchronous Modes
 FAX
 Email and Web Form
 Voicemail
 SMS texting
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5. Reference Interview Essentials
In order to find the best source of the
information needed:
 Find out specifically what the
person wants and the purpose or
use for that information
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6. Taylor’s
Levels of Information Need
1. Visceral need
2. Conscious need
3. Formalized need
4. Compromised need
5. Acceptance
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7. Non-verbal
Communication Techniques
Approachability Accuracy
Smiling
Eye contact
Appearing ready to interact
Encouragers
Non-authoritarian posture
Appear interested
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8. Verbal
Communication Techniques
Acknowledging statements
Open questions*
Closed questions
Paraphrasing/restating
Encouragers
Follow-up questions*
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9. Reference Negotiation Process
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10. The WORF Reference Technique
W = Welcoming, open attitude & body
language
O = ask Open-ended questions
R = Rephrasing or Restating (not repeating)
the question
F = ask Follow-up questions
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11. Philosophical Differences
Concerning the Reference Interview
 Face-Value Rule (T.D. Wilson)
 Library users are responsible for asking good
questions
 Relational Rule (M. Radford)
 Library users attribute their success to helpful
librarians
 Library users are customers who need to be
satisfied with reference service
 Interview Rule (C. Ross)
 Save the time ofNahl LIS 601 2013 (Ranganathan)
the user 11

12. What question would you ask the person
after asking you, the reference librarian?
 Do you have any books on writing?
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13. How We Used to Talk to Users
L: Good morning. Can I help you?
P: Hi, do you have any books on
impressionist painters?
L: Yes, we do. Are you interested in a
particular painter or a group of
impressionist painters?
P: Oh, a particular one. Renoir.
L: Are you interested in biographies about
him or in his paintings?
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14. How We Used to Talk to Users
P: His paintings.
L: Do you have a particular painting you
want to see or examples of his work?
P: No, a particular painting…I think it’s called
The Boating Party.
L: Yes, we have books that contain that
painting. Here they are.
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15. How We Talk to Users Now
L: Good morning. Can I help you?
P: Hi, do you have any books on
impressionist painters?
L: Yes, we have quite a few. It will help me
in suggesting books to you if I know a little
more about what you are doing. Is there
something specific about impressionist
painters that you are looking for?
P: Yes, I want to see a copy of Renoir’s
picture, The Boating Party.
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16. How We Talk to Users Now
L: We have a number of books with copies
of that picture in them. Is there something
particular about that painting that you
want to find out?
P: Yes, I want to find out the size of that
painting in inches. The book I have at
home has centimeters.
L: We have several books with copies of that
painting that give the size in inches.
Would you like to see one? Or, I could
find a scale that allows you to convert
from centimeters to inches.
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17. How We Talk to Users Now
P: Oh, I’d like the scale because I have
some other paintings in my books at
home that I am curious about as well.
L: When I give you the scale to convert from
centimeters to inches will that be all you
need today…or is there another way I can
help you?
P: No, the scale is what I need. Thank you.
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18. What question would you ask the person
after asking you, the reference librarian?
 Can broken plates be repaired?
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19. What question would you ask the person
after asking you, the reference librarian?
 Do you have any books on eating?
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20. Student Interview Formula
1. Are you writing a report [paper]?
2. What is your topic?
3. What aspect of the topic do you want to
write about?
4. What time period do you want to cover?
5. What formats of material can you use?
6. How long does it have to be?
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21. Student Interview Formula
7. When is it due?
8. Do you have a copy of your assignment?
9. Do you have your notes about the
assignment?
10. Are pictures or illustrations required?
11. Is the whole class working on this topic?
12. What have you done so far?
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22. Best Practices in
Reference Observations
 Why do people ask ambiguously or
provide incomplete information at first?
 How does approachability help?
 How do open questions help?
 How does restating or paraphrasing help?
 How do follow-up questions help?
 How do closed questions help?
 How does instruction help?
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23. Reference Observation Project
 Option 1: View and review 6 videos and apply the ALA
RUSA Behavioral Standards for Reference and
Information Service criteria to selected interviews.
 Reference Interviewing You Tube Channel
http://www.youtube.com/user/DNahlRef
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24. Reference Observation Project
 Option 2: View and review 3 videos and visit the CVL
Reference Desk in Second Life to observe live
reference interviewing in a virtual world (6 hours). Save
chat logs and apply RUSA criteria to selected
interviews.
 Anonymize chat logs and do not use real or SL names
 Rolig Loon, CVL Reference Coordinator, Info Island
 IM her any time with questions
 Consult the CVL Reference Google Calendar for shift librarians
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25. Reference Observation Project
 Option 2: Community Virtual Library in SL Mission: To
provide resources and services to the residents of Second Life and
to support educators and students in Second Life.
 Reference Desk Schedule in Second Life:
 Reference Desk Google Calendar: http://bit.ly/aUQZOJ
 Bookmark this link to have the Ref calendar available
 Times are Pacific Standard Time (SLT=PST), +2 hours
later than Hawaii time (HST)
 March 10 daylight savings changes to +3 hours later
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26. Reference Observation Project
 Imagination Island CVL Reference Desk SLURL (to
Teleport, click or paste into browser window, then
click Visit this Location):
http://maps.secondlife.com/secondlife/Imagination
%20Island/154/214/29
 If you want to start earlier go to the location above
and click the Self Guided Tour box in the middle of the
room.
 SL Reference Video: http://blip.tv/file/1005786
 SL LibGuide: http://chaminade.libguides.com/secondlife
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27. Reference Interview Analysis
Sample annotated transcript:
P: I have to find out about Julian of Norwich and I don’t
know how to look for that.
L: Do you have to write a report? [closed question;
interest]
P: Yes, I had to choose an author.
L: I majored in English (with a smile). Do you need a
variety of sources? [closed question; interest]
P: Yes
L: Since you want anything about or by her you can
search by Author or Keyword. (A list of results is
returned.) [instructing, searching]
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28. Due Next Week
 SW 2 Encyclopedia searches
 TEXT CHAPTER 4
 Assignments pp. 11-18 Bibliography Plan
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